L1 Support Specialist – #33637

Company Profile:

Our client is an Australian company based in Sydney and was founded in 2020. It has created a high-quality, modern platform for handling payments. They help businesses by providing a complete payment solution that is secure and meets the standards of banks. Their expertise in handling payments and using advanced technology allows their partners to succeed in the ever-changing global business landscape.

The company is a specialist white-label bank-focused payment technology provider, emerging out of leading payment technology provider Assembly Payments. As the first Australian fintech to develop a bank-grade, modern, Payment as a Service platform, its deep knowledge of merchant acquiring and scalable payments technology helps banks thrive in a disruptive world.

This is a great opportunity to be part of a company with great culture, having the chance to work with smart and down-to-earth people, and whose leadership team is approachable and has an open-door policy.

Overall purpose and responsibilities of the role:

The Customer Support Specialist is responsible for managing client interactions through incoming and outgoing calls, utilizing a ticket-based CRM system (Zendesk) to track, manage, and resolve support requests. With a keen attention to detail, this role requires the specialist to provide clients with consistent progress updates throughout the resolution process.

Duties & Responsibilities:

• Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates.
• Triage and troubleshoot customer product issues, determine the root cause of the problem, and select, explain & apply the best solution to the problem.
• Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue.
• Handle escalation processes where required to better service merchants.
• Demonstrate a strong focus on quality of communication and feedback provided on calls.
• Analyze both payment terminal and POS logs to better diagnose the problem.
• Contribute towards merchant servicing documentation, both creation and maintenance
• Manage internal external system access to support oriented systems (Zendesk Support and Talk, internal Support Dashboard)

Requirements

Skills & Qualifications:

• At least 2 years of proven experience in a technical customer service support role in the IT, payments, fintech or BPO industries is required.
• Experience working as a help desk technician role (Point of Sale (POS) systems experience preferred) is advantageous.
• Knowledge in banking or payments industry is nice to have.
• A genuine interest in payments and technology and want to further your skills in the industry.
• Previous experience working with Zendesk, Jira Service Management or other ticketing systems is a must.
• A can-do attitude, and a willingness to learn to grow with the business.
• Great communication skills, and a desire to build relationships with internal and external stakeholders.

Job type: Permanent

Emp type: Full time, Weekly Rotation from 6 AM to 10 PM on weekdays and 8 AM to 8 PM on weekends.

Location: Remote/Work from home

Industry: Fintech

Expertise: Technical Customer Service